Sr. Payroll Services Manager

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

The Sr. Payroll Services Manager will be responsible for supervising the team of payroll employees whose primary responsibilities include processing, settlement and fulfillment of payroll and customer facing interaction to solve and/or triage customer initiated inquiries via the OneSource ticketing system for fulfillment, payroll, managed payroll role, and final settlement activities for multiple companies in an outsourcing environment. The Payroll Manager must be a payroll expert and a client advocate with an ability to think “outside the box” to problem solve for the client. The Payroll Manager  will have the ability to coach and train the team of payroll employees to ensure the highest level of compliance in a best of class payroll environment. The Payroll Manager  reports to the Director of Managed Payroll. This is a tremendous opportunity for a skilled payroll professional who is dedicated to providing a superior customer-facing experience.

Essential Functions/Duties/Responsibilities

• Monitor tickets daily to ensure service level agreements and high client satisfaction levels are being met
• Manage the timely resolution of customer issues including handling customer escalations, perform and document Root Cause Analysis and implement remedial procedures to close gaps identified
• Assist director in managing quarterly processes to ensure deadlines are met
• Collaborate with Payroll Director to maintain and improve standard operating procedures for Managed Payroll Specialists
• Oversee and document on-going training requirements for each Managed Payroll Specialists
• Train new employees on the Workday system and other OneSource systems that are used in all day to day business operations
• Recognize and adhere to proper segregation of duties and work with Managed Payroll Director to prepare for annual SSAE16 audit.
• Initial escalation resource for Managed Payroll Specialists for questions/problems 
• Attend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting calls 
• Manage performance appraisals for employees including employee goal setting and personal growth plans
• Attend scheduled weekly, monthly and quarterly client calls and new client transition introduction meeting calls
• Maintain established turnaround service level agreement for resolving managed payroll issues
• Meet quality and production metrics outlined for position
• Contribute to a positive, collaborative work environment
• Assist with special projects as needed

Competencies

• Energetic and positive with good sense of urgency
• Excellent critical thinking skills
• Strong communication skills with emphasis on outstanding customer service 
• Flexible in a changing environment and takes initiative
• Strong organizational skills with ability to multi-task and support multiple customers effectively
• Works closely with others in a team, supporting collective goals
• Detail Oriented with good  time management skills
• Ability to establish and maintain effective working relationships
• Strong analytical, data entry and research skills
• Self-directed management of workload with ability to meet tight deadlines and competing demands
• Use tact and discretion in dealing with customer information
• Excellent complex problem solving and mathematical skills
• Strong understanding of payroll processes and procedures
• Exercises independent judgment
• Consultative mind set with a heart of a teacher
• Seasoned trainer and mentor
• Ability to delegate work, motivate staff, coach staff, provide constructive feedback

Supervisory Responsibility

This role does have supervisory responsibilities

Qualifications and Experience

• Associates degree or higher (or experience equivalent)   
• Certified Payroll Professional certification required (at time of hire or within 6 months)
• 5 + years full service payroll experience
• Manager or recent supervisory experience
• Advanced Proficiency in Microsoft Word and Excel

Preferred Skills

• Knowledge of payroll and payroll processing preferred
• Experience in an outsourcing environment, payroll or tax preferred
• Experience with Zendesk and / or Salesforce programs
• Experience with Workday a plus

#-LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.